ITIL 4 Foundation  ITILFND V4 Exam Dumps and Practice Test Questions Set 8 Q141-160

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Question 141

Which ITIL practice ensures that IT services and assets are used in a cost-effective way while complying with licensing and regulatory requirements?

A) IT Asset Management

B) Change Control

C) Configuration Management

D) Service Level Management

Answer: A) IT Asset Management

Explanation:

IT Asset Management (ITAM) ensures that IT assets, including hardware, software, and licenses, are tracked, managed, and optimized throughout their lifecycle. The practice focuses on cost efficiency, compliance with contractual and regulatory requirements, and accurate reporting. By maintaining detailed records of asset ownership, status, and usage, ITAM enables organizations to make informed decisions regarding procurement, allocation, and disposal.

Change Control manages modifications but does not oversee asset compliance or lifecycle optimization. Configuration Management tracks configuration items and their relationships but does not focus primarily on cost management or licensing compliance. Service Level Management monitors service performance against agreements but does not manage asset utilization or compliance.

Key activities in ITAM include recording assets, monitoring usage, ensuring license compliance, maintaining accurate financial records, optimizing asset allocation, planning for upgrades or replacement, and securely disposing of retired assets. Integration with Configuration Management ensures that assets are linked to the services they support, while coordination with Change Control ensures modifications do not compromise asset integrity.

Effective ITAM reduces unnecessary spending, ensures legal compliance, enhances resource utilization, and supports strategic planning. By maintaining accurate, up-to-date records, organizations can forecast needs, reduce wastage, and prevent regulatory penalties. ITAM also supports security by ensuring that assets are accounted for and controlled throughout their lifecycle.

Embedding IT Asset Management into ITIL practices strengthens governance, operational efficiency, and service reliability. It enables organizations to make evidence-based decisions, optimize resource usage, and ensure that IT investments deliver maximum value while complying with regulatory and contractual obligations.

Question 142

Which ITIL practice focuses on coordinating people, processes, and technology to deliver services efficiently through a single point of contact?

A) Service Desk

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Desk

Explanation:

The Service Desk serves as a single point of contact between users and the IT organization, handling communication, service requests, incidents, and inquiries. The practice coordinates people, processes, and technology to ensure efficient service delivery while providing guidance, support, and escalation as required. It plays a critical role in improving user satisfaction and operational efficiency.

Incident Management restores services but does not serve as the primary communication interface for users. Problem Management identifies root causes but does not provide a user-facing point of contact. Change Control manages service modifications but does not handle user interactions or service requests directly.

Key activities in Service Desk include logging and categorizing incidents and requests, providing first-line resolution, escalating complex issues, communicating with users, and updating relevant records in knowledge and configuration management systems. Integration with Incident, Problem, and Change Management ensures that user interactions are efficient and coordinated.

Effective Service Desk operations improve user satisfaction, reduce downtime, and provide valuable data for continuous improvement. It ensures consistent handling of issues, facilitates communication, and serves as a central hub for monitoring service quality. Metrics such as response time, resolution time, and user satisfaction help assess performance.

Embedding Service Desk within ITIL practices ensures a coordinated approach to service delivery, supporting operational efficiency and stakeholder confidence. It strengthens the link between IT services and business needs by providing timely support, effective communication, and streamlined processes for issue resolution and service requests.

Question 143

Which ITIL practice focuses on ensuring that IT services can continue operating during and after a significant disruption?

A) IT Service Continuity Management

B) Availability Management

C) Capacity Management

D) Incident Management

Answer: A) IT Service Continuity Management

Explanation:

IT Service Continuity Management (ITSCM) ensures that critical IT services remain operational during and after major disruptions such as natural disasters, cyberattacks, or system failures. The practice involves risk assessment, business impact analysis, recovery planning, and testing to ensure that essential services can be restored promptly and business operations maintained.

Availability Management focuses on preventing downtime and maintaining agreed levels of service but does not address large-scale disruption or disaster recovery. Capacity Management ensures sufficient resources for service delivery but does not plan for major disruptions. Incident Management restores services after disruptions but does not proactively prepare for large-scale events.

Key activities in ITSCM include identifying critical services, assessing risks and impacts, developing recovery strategies, implementing contingency measures, testing recovery plans, maintaining documentation, and reviewing plans periodically. Integration with Change Control ensures that modifications do not compromise continuity plans, while coordination with Availability Management ensures that backup, redundancy, and failover mechanisms are effective.

Effective IT Service Continuity Management minimizes operational downtime, protects organizational reputation, and ensures regulatory compliance. By preparing for potential disasters, IT teams can prioritize recovery efforts, allocate resources effectively, and maintain critical operations. Continual testing and improvement enhance readiness, response times, and recovery effectiveness.

Embedding ITSCM into ITIL practices ensures that IT services are resilient, aligned with business objectives, and capable of delivering sustainable value. It reduces operational and financial risks, improves stakeholder confidence, and ensures that critical services continue to operate under adverse conditions.

Question 144

Which ITIL practice ensures that the availability and performance of IT services meet business expectations through monitoring, reporting, and improvement?

A) Availability Management

B) Capacity Management

C) Service Level Management

D) Incident Management

Answer: A) Availability Management

Explanation:

Availability Management ensures that IT services are reliable and meet agreed-upon performance targets. The practice monitors uptime, identifies potential risks, analyzes incidents affecting availability, and implements measures to prevent disruptions. It ensures that services remain operational according to business expectations and supports proactive planning to maintain service reliability.

Capacity Management ensures resources are sufficient but focuses on performance rather than maintaining uptime. Service Level Management monitors SLA compliance but does not directly address proactive service availability. Incident Management restores services but does not prevent future disruptions proactively.

Key activities in Availability Management include defining availability requirements, implementing redundancy and failover mechanisms, monitoring service performance, analyzing causes of downtime, and recommending improvements. Integration with IT Service Continuity Management ensures resilience during major incidents, while collaboration with Change Control ensures planned changes do not reduce availability.

Effective Availability Management reduces downtime, enhances user satisfaction, and maintains business productivity. By analyzing trends, performing risk assessments, and implementing preventive measures, IT teams can maintain reliable services, optimize resource use, and support business objectives. Metrics such as availability percentage, mean time between failures, and downtime incidents provide insight into effectiveness.

Embedding Availability Management in ITIL practices strengthens operational efficiency, stakeholder confidence, and service reliability. It ensures that services meet expected performance levels, mitigates operational risks, and supports continual improvement initiatives to enhance value delivery.

Question 145

Which ITIL practice focuses on tracking and resolving unplanned service disruptions to restore normal service operation as quickly as possible?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Request Management

Answer: A) Incident Management

Explanation:

Incident Management ensures that unplanned service disruptions are addressed promptly to restore normal service operations. The practice prioritizes incidents based on urgency and business impact, applies known solutions or workarounds, escalates complex issues, and closes incidents once resolved. Its primary goal is minimizing disruption, maintaining productivity, and ensuring user satisfaction.

Problem Management identifies root causes and implements long-term solutions but does not focus on immediate restoration. Change Control manages modifications but does not resolve disruptions. Service Request Management fulfills routine user requests but is unrelated to unplanned service outages.

Key activities include incident detection, logging, categorization, prioritization, investigation, resolution, communication with stakeholders, and closure. Integration with Knowledge Management ensures historical data and workarounds are available to improve resolution speed. Coordination with Problem Management prevents recurrence by addressing underlying issues.

Incident Management is the ITIL practice focused on restoring normal service operation as quickly as possible when an unplanned interruption or degradation occurs. Its goal is to minimize the impact of incidents and ensure that users can return to productivity without significant delay. Incident Management addresses issues such as system outages, application failures, device malfunctions, or service performance drops. It works through classification, prioritization, logging, diagnosis, escalation when needed, and rapid resolution. This practice also emphasizes communication with users so they know the status of their issue and expected timelines. The main objective is not to identify root causes or prevent future occurrences, but to fix what is broken right now and restore service to normal operation. Because the question is about resolving disruptions quickly and returning service availability to its expected state, Incident Management is the correct choice.

Problem Management, while related, focuses on preventing incidents rather than resolving them quickly. Its purpose is to identify root causes behind recurring or significant issues and implement long-term fixes. Problem Management performs activities such as root cause analysis, trend identification, error control, and preventive planning. Instead of working on the immediate restoration of service, it aims to understand why incidents occur in the first place and how to prevent them from happening again. For example, if a server frequently crashes, Incident Management would restore the server each time it goes down, while Problem Management would investigate why the crashes happen and implement a permanent fix. Because Problem Management is not concerned with quickly restoring service during disruptions, it is not the correct answer when the focus is immediate service restoration.

Change Control is the practice responsible for ensuring that changes to the IT environment are reviewed, approved, and implemented in a safe, controlled way. It prevents unintended disruptions caused by modifications to systems, infrastructure, or configurations. Change Control maintains a structured process to evaluate risks, authorize changes, schedule them, and document outcomes. While Change Control contributes to stability and reduces the likelihood of incidents, it does not resolve incidents themselves. Instead, it focuses on preventing negative effects from changes and ensuring that improvements or fixes do not introduce new problems. Because Change Control’s goal is the safe management of changes rather than restoring service after disruptions, it is not the correct answer.

Service Request Management handles user-initiated requests that are routine, predefined, and not related to incidents. Examples include requests for software installation, access permissions, password resets, or equipment provisioning. Service Request Management ensures that standard services are delivered efficiently and consistently, usually through predefined workflows. Unlike Incident Management, requests are not unplanned service interruptions. They are standardized needs that users regularly require to perform their jobs. Because Service Request Management is concerned with delivering routine services rather than restoring service after disruptions, it does not address the goal stated in the question.

In summary, Problem Management aims to eliminate root causes, Change Control oversees safe implementation of modifications, and Service Request Management handles routine user requests. None of these practices are designed to rapidly restore service operations during an unplanned outage or service degradation. Only Incident Management has the purpose of fixing these disruptions as quickly as possible and returning users to full productivity. It is the practice responsible for ensuring that interruptions are handled efficiently and that service availability is restored with minimal impact. For these reasons, the correct answer is A) Incident Management.

Effective Incident Management reduces downtime, enhances operational efficiency, and supports continuous business operations. By restoring services quickly and documenting outcomes, IT teams can improve response times and identify areas for process improvement. Performance metrics such as mean time to restore (MTTR), resolution rates, and incident trends provide insights into process effectiveness.

Embedding Incident Management within ITIL practices ensures predictable, efficient, and consistent service restoration, improves stakeholder confidence, and aligns IT operations with business objectives. It supports continual improvement, enhances service reliability, and strengthens overall IT service management maturity.

Question 146

Which ITIL practice focuses on evaluating and improving all aspects of IT services, processes, and practices to create measurable value?

A) Continual Improvement

B) Change Control

C) Service Desk

D) Problem Management

Answer: A) Continual Improvement

Explanation:

Continual Improvement focuses on systematically evaluating IT services, processes, and practices to identify opportunities for enhancement. This practice ensures that IT delivers increasing value to the business, aligns with strategic objectives, and addresses evolving user needs. It uses performance data, feedback, and trend analysis to guide improvement initiatives and measure the effectiveness of changes.

Change Control manages modifications but does not provide a structured framework for ongoing evaluation and improvement of services. Service Desk provides user support but does not oversee improvement initiatives across processes. Problem Management identifies root causes and prevents recurring incidents but focuses primarily on operational issues rather than continuous optimization across all ITIL practices.

Key activities include reviewing performance data, assessing trends, identifying gaps and inefficiencies, prioritizing improvement initiatives, planning and implementing changes, and monitoring outcomes to ensure desired results. Integration with Knowledge Management ensures that lessons learned inform future improvements. Coordination with other ITIL practices, including Change Control, Incident, and Problem Management, ensures improvements are practical, safe, and aligned with organizational objectives.

Effective Continual Improvement enables organizations to optimize operational efficiency, enhance service quality, reduce costs, and improve customer satisfaction. By analyzing patterns, IT teams can anticipate potential issues, prevent service degradation, and implement strategic enhancements. Metrics such as service performance, user satisfaction, and process efficiency provide insights into the success of improvement initiatives.

Embedding Continual Improvement into ITIL practices strengthens an organization’s ability to evolve, adapt, and remain relevant in a rapidly changing business and technology landscape. Continual Improvement ensures that IT services do not remain static but instead undergo ongoing evaluation, refinement, and enhancement based on measurable performance data, business goals, and stakeholder feedback. When this principle is deeply integrated into all ITIL practices, it helps organizations maintain operational resilience, improve service quality, reduce risk, and increase the overall value delivered to customers and the business. By regularly assessing what works well and what needs refinement, teams can identify inefficiencies, eliminate unnecessary steps, and introduce improvements that result in more reliable, efficient, and user-friendly services. Continual Improvement also encourages teams to look beyond immediate issues and consider long-term strategies for optimization, innovation, and sustainability. Rather than reacting to problems as they arise, organizations adopt a proactive approach where trends, patterns, and early warning indicators guide planning and decision making.

When Continual Improvement is part of the organizational culture, every team member contributes to identifying opportunities for positive change. This creates an environment where learning from past experiences becomes routine, and where successes and failures alike generate insights that drive future enhancements. It also builds accountability, as teams regularly reflect on performance data and evaluate how effectively current processes, tools, and services are supporting business goals. This level of transparency helps ensure that decisions are grounded in evidence rather than assumptions, allowing organizations to prioritize improvements that will produce meaningful results. Continual Improvement also supports agility by enabling organizations to adjust course as business requirements shift, new technologies emerge, or customer expectations evolve. Through frequent reflection and structured evaluation cycles, the organization avoids stagnation and remains capable of delivering modern, competitive IT services.

Another important aspect of embedding Continual Improvement is the way it strengthens communication and collaboration across different teams and departments. Because improvement efforts often require coordinated changes to processes, technology, and organizational behavior, teams that participate in Continual Improvement develop a shared understanding of goals and challenges. This reduces silos, enhances visibility, and promotes a holistic view of how services are delivered end-to-end. Teams gain clarity about how their work contributes to the broader service ecosystem, and this understanding helps them identify more effective solutions to recurring problems. Continual Improvement also provides structured mechanisms for gathering and analyzing feedback from users, support staff, and service owners. This ensures that improvement initiatives align with real user needs and not just internal assumptions.

Integrating Continual Improvement with ITIL practices also helps organizations remain compliant with regulations, standards, and best practices. Regular assessment of workflows, responsibilities, and service performance allows teams to identify compliance gaps early and address them proactively. This reduces the risk of security incidents, operational failures, and audit findings. As organizations adopt new technologies such as cloud platforms, automation, artificial intelligence, and containerization, Continual Improvement ensures that the introduction of new tools does not introduce unmanaged risks or degrade service performance. Instead, these technologies become opportunities to improve efficiency, reduce manual effort, and enhance service reliability. Continual Improvement also supports better resource allocation by helping organizations identify where investments in people, technology, or process changes will have the greatest impact.

By fostering a mindset of curiosity and accountability, Continual Improvement becomes more than just a process—it becomes part of the organization’s identity. Teams learn to anticipate challenges before they escalate and to recognize opportunities before competitors do. This enhances strategic alignment by ensuring that IT services evolve in step with business objectives, market conditions, and emerging trends. Over time, Continual Improvement leads to more stable systems, faster response times, higher user satisfaction, and reduced operational risk. It encourages stakeholders to view IT not as a cost center but as a strategic partner capable of driving innovation and supporting long-term business success. When fully embedded into ITIL practices, Continual Improvement ensures that IT services continually evolve in a controlled, measured, and value-centric way, minimizing risk while maximizing benefit for the entire organization.

Question 147

Which ITIL practice ensures that recurring incidents are investigated to prevent future disruptions and improve service stability?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Level Management

Answer: A) Problem Management

Explanation:

Problem Management identifies and analyzes the root causes of recurring incidents to prevent future disruptions and enhance service reliability. The practice documents known errors, develops workarounds, and implements corrective actions. It ensures that recurring problems are systematically addressed rather than repeatedly resolved through reactive measures.

Incident Management restores services promptly but does not focus on preventing recurrence. Change Control manages modifications but does not directly address the causes of incidents. Service Level Management monitors SLA compliance but does not analyze incidents for root causes.

Key activities include detecting problems, performing root cause analysis, documenting known errors, recommending solutions, implementing preventive measures, and reviewing effectiveness. Integration with Incident Management ensures that recurring incidents are escalated to Problem Management, while coordination with Change Control ensures safe implementation of corrective actions.

Effective Problem Management improves operational stability, reduces downtime, lowers support costs, and increases user satisfaction. By proactively addressing the causes of incidents, organizations minimize repetitive disruptions and ensure more reliable service delivery. Trends and data collected from incident analysis guide continual improvement initiatives and inform risk mitigation strategies.

Embedding Problem Management in ITIL practices strengthens governance, operational efficiency, and service quality. It ensures that IT services remain stable, predictable, and aligned with business objectives, enhancing stakeholder confidence and supporting sustainable value delivery.

Question 148

Which ITIL practice involves defining and monitoring agreed-upon levels of service to ensure they meet business requirements?

A) Service Level Management

B) Availability Management

C) Capacity Management

D) IT Asset Management

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) establishes, monitors, and manages agreements that define expected levels of service for IT services. The practice ensures alignment between IT capabilities and business requirements, monitors performance against defined targets, and implements corrective actions when service levels are not met. It fosters transparency, accountability, and customer satisfaction.

Availability Management ensures services remain operational but focuses on uptime rather than SLA adherence. Capacity Management ensures sufficient resources but does not monitor SLA compliance. IT Asset Management tracks assets and compliance but does not directly measure service performance.

Key activities include negotiating and defining SLAs, setting measurable targets, monitoring service performance, analyzing deviations, reporting to stakeholders, and recommending improvements. Integration with Incident and Problem Management ensures that breaches are addressed promptly. Coordination with Change Control ensures modifications do not negatively impact agreed service levels.

Effective SLM ensures that IT services meet business expectations, enhances user confidence, and enables informed decision-making. By continually monitoring performance and aligning IT services with agreed targets, organizations can prevent SLA breaches, optimize resources, and enhance overall service quality. Metrics such as SLA compliance rates, incident trends, and user satisfaction provide insight into service performance.

Embedding Service Level Management within ITIL practices strengthens governance, service reliability, and operational efficiency. It ensures predictable, high-quality service delivery, supporting strategic objectives and continuous improvement initiatives.

Question 149

Which ITIL practice ensures that the capacity and performance of IT services meet current and future business needs?

A) Capacity Management

B) Availability Management

C) Service Level Management

D) Change Control

Answer: A) Capacity Management

Explanation:

Capacity Management ensures that IT services have sufficient resources to meet both current and anticipated business demands. The practice involves monitoring performance, analyzing usage trends, forecasting future requirements, and planning resource allocation to prevent bottlenecks or service degradation. Capacity Management balances cost, performance, and risk to maintain optimal service delivery.

Availability Management focuses on maintaining uptime rather than forecasting resource needs. Service Level Management monitors compliance with agreements but does not ensure resource sufficiency. Change Control manages modifications but does not guarantee that services can handle anticipated load.

Key activities include performance monitoring, trend analysis, forecasting demand, resource planning, and implementing optimization measures. Integration with Change Control ensures that modifications do not adversely impact capacity, while coordination with Availability Management ensures sufficient resources to maintain service levels. Collaboration with IT Asset Management optimizes resource utilization and prevents over-provisioning.

Effective Capacity Management prevents service degradation, reduces operational risks, ensures cost-effective resource use, and supports business growth. By forecasting demand and adjusting resources proactively, IT teams maintain consistent performance and alignment with business needs. Metrics such as utilization rates, response times, and workload trends provide insight into capacity effectiveness.

Embedding Capacity Management in ITIL practices strengthens service reliability, operational efficiency, and stakeholder satisfaction. It enables IT services to scale efficiently, reduces the risk of resource shortages, and supports continual improvement initiatives to optimize performance and value delivery.

Question 150

Which ITIL practice focuses on monitoring and detecting events in IT services and triggering appropriate responses to maintain operational stability?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Event Management

Explanation:

Event Management monitors IT services and infrastructure to detect significant changes, anomalies, or alerts that may affect service performance. Events are categorized as informational, warning, or exception, with responses triggered automatically or manually. Event Management allows IT teams to proactively address potential issues before they escalate into incidents, supporting operational stability.

Incident Management restores service after disruption but does not proactively detect events. Problem Management identifies root causes but is reactive rather than monitoring live events. Service Desk provides user support but does not detect or respond to service events proactively.

Key activities include event detection, filtering, categorization, correlation, analysis, and triggering alerts or automated actions. Integration with Incident Management ensures that critical events create incident records, while coordination with Change Control and Problem Management ensures that events are addressed effectively.

Effective Event Management reduces downtime, improves operational awareness, and enables proactive decision-making. Metrics such as event volume, severity, and response time help assess performance and guide continual improvement. By detecting anomalies early, organizations can maintain service stability and reliability.

Embedding Event Management into ITIL practices strengthens resilience, operational efficiency, and stakeholder confidence. It ensures IT services remain predictable, reliable, and capable of delivering consistent business value.

Question 151

Which ITIL practice is responsible for ensuring that IT services are restored quickly and efficiently when disrupted, minimizing business impact?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Request Management

Answer: A) Incident Management

Explanation:

Incident Management is focused on restoring normal service operation as quickly as possible when unplanned disruptions occur. It prioritizes incidents based on business impact and urgency, applies known solutions or workarounds, escalates complex issues, and ensures closure once resolved. Its primary goal is to reduce the negative impact on business operations and maintain user satisfaction.

Problem Management identifies root causes but focuses on long-term prevention rather than immediate restoration. Change Control manages service modifications to minimize risk but does not restore services after unplanned disruptions. Service Request Management handles routine user requests such as password resets but is unrelated to unexpected service interruptions.

Key activities include incident detection, logging, categorization, prioritization, investigation, resolution, and closure. Integration with Knowledge Management provides access to historical solutions and workarounds, enabling faster resolution. Coordination with Problem Management ensures that recurring incidents are addressed at their root cause to prevent repetition.

Effective Incident Management reduces downtime, enhances operational efficiency, and ensures business continuity. Metrics such as mean time to restore (MTTR), resolution rates, and incident trends provide insight into process effectiveness and highlight areas for improvement. Prompt and effective handling of incidents increases user confidence and supports the overall reliability of IT services.

Embedding Incident Management in ITIL practices ensures a predictable and efficient approach to service restoration. It strengthens communication with stakeholders, improves accountability, and aligns IT operations with business needs. Continuous monitoring, evaluation, and integration with other ITIL practices ensure proactive identification and resolution of service disruptions while supporting continual improvement initiatives.

Question 152

Which ITIL practice aims to maintain accurate records of configuration items (CIs) and their relationships to support IT service management?

A) Service Configuration Management

B) IT Asset Management

C) Change Control

D) Problem Management

Answer: A) Service Configuration Management

Explanation:

Service Configuration Management (SCM) ensures that accurate and reliable information about all configuration items (CIs) and their relationships is maintained throughout their lifecycle. The practice supports other ITIL processes by providing visibility into the IT environment, enabling better decision-making, change planning, and incident or problem resolution.

IT Asset Management tracks assets and their lifecycle but focuses primarily on financial and compliance aspects rather than relationships and configurations. Change Control manages modifications but relies on accurate CI information rather than maintaining it. Problem Management analyzes recurring issues and identifies root causes but does not maintain comprehensive CI records.

Key activities include identifying configuration items, maintaining a Configuration Management Database (CMDB), recording relationships between CIs, verifying and auditing data accuracy, and supporting change, incident, and problem processes. Integration with Change Control ensures that all modifications are accurately reflected in the CMDB. Coordination with Incident and Problem Management enables faster resolution by providing detailed service context.

Effective Service Configuration Management enhances operational efficiency, reduces errors, and supports informed decision-making. By maintaining an up-to-date understanding of the IT environment, organizations can prevent misconfigurations, optimize resource allocation, and improve service reliability. Accurate CI information also supports impact analysis for changes and helps in root cause identification during incidents or problems.

Embedding SCM within ITIL practices strengthens overall service management capability, ensures reliable data for decision-making, and supports proactive and reactive IT service processes. It enables better planning, risk management, and continual improvement, contributing directly to operational stability and service excellence.

Question 153

Which ITIL practice focuses on ensuring IT services are resilient and can recover from major disruptions or disasters?

A) IT Service Continuity Management

B) Availability Management

C) Capacity Management

D) Incident Management

Answer: A) IT Service Continuity Management

Explanation:

IT Service Continuity Management (ITSCM) ensures that critical IT services can continue to operate or be restored quickly during and after significant disruptions, such as natural disasters, cyberattacks, or system failures. The practice involves risk assessment, business impact analysis, recovery planning, testing, and regular review to ensure that essential services remain operational under adverse conditions.

Availability Management focuses on minimizing downtime during normal operations but does not address major disruptions or disaster recovery. Capacity Management ensures adequate resources for service delivery but is not primarily concerned with resilience during significant events. Incident Management restores service after disruptions but does not proactively plan for large-scale continuity scenarios.

Key activities in ITSCM include identifying critical services, analyzing risks and business impact, developing recovery strategies, implementing contingency measures, performing periodic testing, and reviewing plans to ensure effectiveness. Integration with Change Control ensures modifications do not compromise continuity. Coordination with Availability and Capacity Management ensures services remain reliable and scalable under adverse conditions.

Effective ITSCM minimizes operational downtime, protects organizational reputation, and ensures compliance with regulatory requirements. By proactively preparing for potential disasters, IT teams can prioritize recovery, allocate resources efficiently, and maintain critical operations. Continual testing and improvement ensure readiness and optimize response strategies.

Embedding ITSCM into ITIL practices ensures that IT services are resilient, aligned with business objectives, and capable of delivering sustainable value. It reduces operational and financial risks, improves stakeholder confidence, and ensures critical services continue to operate effectively under adverse conditions.

Question 154

Which ITIL practice ensures that IT services have sufficient resources to meet current and future business demands?

A) Capacity Management

B) Availability Management

C) Service Level Management

D) Problem Management

Answer: A) Capacity Management

Explanation:

Capacity Management ensures that IT services are provided with the appropriate amount of computing resources to meet current and anticipated demand. The practice monitors performance, analyzes usage trends, forecasts future requirements, and plans resource allocation to prevent bottlenecks, ensure optimal performance, and balance cost, risk, and efficiency.

Availability Management maintains uptime but focuses on reliability rather than resource sufficiency. Service Level Management monitors SLA compliance but does not directly ensure capacity is adequate. Problem Management analyzes recurring issues but does not proactively allocate or optimize resources.

Key activities include performance monitoring, trend analysis, forecasting demand, resource planning, and implementing optimization measures. Integration with Change Control ensures that modifications do not adversely impact service capacity, while coordination with Availability Management guarantees that resources are sufficient to maintain agreed service levels. Collaboration with IT Asset Management ensures efficient utilization of existing assets.

Effective Capacity Management prevents service degradation, reduces operational risks, and ensures that resources are cost-effectively allocated. By forecasting demand and adjusting resources proactively, IT teams can maintain consistent service performance, support business growth, and optimize infrastructure investments. Metrics such as utilization rates, response times, and workload trends provide insight into capacity effectiveness.

Embedding Capacity Management in ITIL practices strengthens operational efficiency, service reliability, and stakeholder satisfaction. It ensures IT services can scale efficiently, reduces the risk of resource shortages, and supports continual improvement initiatives to optimize performance and deliver business value.

Question 155

Which ITIL practice is responsible for monitoring events in IT services and triggering responses to prevent potential issues from impacting users?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Event Management

Explanation:

Event Management monitors IT services and infrastructure to detect significant changes, anomalies, or alerts that may affect service performance. Events are categorized as informational, warning, or exception, and appropriate automated or manual responses are triggered to prevent potential incidents. This proactive approach allows IT teams to maintain operational stability and improve service reliability.

Incident Management restores services after disruptions but does not proactively detect or respond to events. Problem Management identifies root causes but is reactive rather than proactive monitoring. Service Desk provides user support but does not monitor events to prevent service issues.

Key activities include event detection, filtering, categorization, correlation, analysis, and triggering alerts or automated actions. Integration with Incident Management ensures that critical events result in incident records. Coordination with Change Control and Problem Management ensures that events are addressed effectively and preventive measures are implemented where necessary.

Effective Event Management reduces downtime, enhances operational awareness, and enables proactive problem-solving. Metrics such as event volume, severity, and response time help assess performance and guide continual improvement. Early detection of anomalies ensures that services remain reliable, supports timely response, and minimizes business disruption.

Embedding Event Management within ITIL practices strengthens operational efficiency, resilience, and stakeholder confidence. It ensures that IT services remain predictable, reliable, and capable of delivering consistent business value.

Question 156

Which ITIL practice focuses on fulfilling standard, pre-approved user requests, such as password resets or information access?

A) Service Request Management

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Request Management

Explanation:

Service Request Management ensures that standard, pre-approved requests from users are fulfilled efficiently and consistently. This practice supports operational efficiency and user satisfaction by providing a structured process for handling routine requests, which may include password resets, access permissions, software installations, or information inquiries.

Incident Management restores services after unplanned disruptions but does not handle routine, planned requests. Problem Management identifies root causes and implements long-term solutions but does not manage individual user requests. Change Control governs modifications to services but is unrelated to fulfilling standard requests.

Key activities in Service Request Management include receiving and logging requests, categorizing and prioritizing them, validating eligibility, fulfilling the request according to predefined procedures, communicating with the requester, and closing the request once completed. Integration with Knowledge Management ensures staff can access guidance to fulfill requests efficiently, while coordination with the Service Desk provides a single point of contact for users.

Effective Service Request Management improves user experience, reduces resolution times, and frees IT resources from repetitive tasks. By standardizing request handling, IT teams can allocate resources more effectively, ensure compliance with organizational policies, and maintain accurate records for auditing purposes. Metrics such as fulfillment time, backlog, and user satisfaction provide insight into process effectiveness.

Embedding Service Request Management into ITIL practices ensures operational consistency, transparency, and alignment with business requirements. It enables proactive monitoring, process optimization, and continual improvement while supporting overall service efficiency and value delivery.

Question 157

Which ITIL practice ensures that changes to IT services are assessed, authorized, and implemented in a controlled manner to minimize risk?

A) Change Control

B) Problem Management

C) Incident Management

D) Service Request Management

Answer: A) Change Control

Explanation:

Change Control manages all modifications to IT services, infrastructure, and processes to minimize risk and maintain service stability. It ensures that each change is formally recorded, assessed for potential impact, approved by the appropriate authority, implemented according to plan, and reviewed after completion. This structured approach allows organizations to innovate while protecting service continuity.

Problem Management identifies root causes but does not manage the approval or coordination of changes. Incident Management restores service after disruptions but does not govern modifications. Service Request Management handles routine requests but is unrelated to assessing or authorizing changes.

Key activities in Change Control include logging change requests, evaluating risks and impacts, obtaining approvals (often via a Change Advisory Board), scheduling implementation, coordinating resources, and performing post-implementation reviews. Integration with Configuration Management ensures accurate CI information supports risk assessment, while coordination with Incident and Problem Management ensures changes address recurring issues or prevent future incidents.

Effective Change Control reduces unplanned downtime, maintains service consistency, and builds stakeholder confidence. Post-implementation reviews identify lessons learned, guide future improvements, and support continual improvement initiatives. Risk assessment ensures that modifications are implemented safely without disrupting operational services.

Embedding Change Control within ITIL practices strengthens governance, operational stability, and alignment with business objectives. It ensures that modifications are predictable, controlled, and value-driven, supporting sustainable IT service delivery and organizational growth.

Question 158

Which ITIL practice is responsible for investigating the root cause of incidents and preventing their recurrence?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management identifies the underlying causes of recurring incidents and implements solutions to prevent them from happening again. The practice emphasizes proactive management, documentation of known errors, development of workarounds, and implementation of corrective actions. Its primary goal is to improve service stability and reduce unplanned downtime.

Incident Management restores service but does not address the root cause of issues. Change Control manages modifications but does not investigate recurring incidents. Service Desk provides a point of contact for users but does not perform root cause analysis or implement preventive measures.

Key activities include problem detection, root cause analysis, documentation of known errors, recommending corrective solutions, implementing preventive measures, and monitoring their effectiveness. Integration with Change Control ensures that corrective actions are safely implemented, while coordination with Incident Management ensures that recurring incidents are escalated and resolved efficiently.

Effective Problem Management enhances service reliability, reduces repeated disruptions, lowers operational costs, and improves user satisfaction. By proactively addressing root causes, organizations minimize downtime and improve overall service quality. Trend analysis and historical data support continual improvement and strategic planning.

Embedding Problem Management into ITIL practices strengthens governance, operational efficiency, and alignment with business objectives. It enables IT services to remain stable, reliable, and capable of delivering consistent value to stakeholders.

Question 159

Which ITIL practice focuses on monitoring IT services and infrastructure to detect events that may indicate potential issues?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Event Management

Explanation:

Event Management monitors IT services and infrastructure to identify significant changes, alerts, or anomalies that could impact service performance. Events are classified as informational, warning, or exception, and appropriate responses are triggered automatically or manually. This proactive approach allows IT teams to detect issues early and prevent potential incidents.

Incident Management restores service after disruptions but does not proactively monitor or detect events. Problem Management investigates recurring issues but does not provide live monitoring. Service Desk provides user support but does not actively detect service events.

Key activities include event detection, filtering, categorization, correlation, analysis, and triggering responses or alerts. Integration with Incident Management ensures that critical events generate incident records, while coordination with Change Control and Problem Management ensures that responses are effective and preventive actions are applied.

Effective Event Management enhances operational awareness, reduces downtime, and enables proactive problem resolution. Metrics such as event frequency, severity, and response time provide insights into performance and help guide continual improvement. Early detection of anomalies ensures services remain stable, reliable, and aligned with business expectations.

Embedding Event Management within ITIL practices strengthens service reliability, operational efficiency, and stakeholder confidence. It enables IT organizations to maintain proactive control over services, mitigate risks, and deliver consistent business value.

Question 160

Which ITIL practice focuses on ensuring IT services meet agreed performance targets and continuously improve to create business value?

A) Continual Improvement

B) Service Level Management

C) Availability Management

D) Capacity Management

Answer: A) Continual Improvement

Explanation:

Continual Improvement focuses on systematically evaluating IT services, processes, and practices to identify opportunities for enhancement, ensuring that IT continuously delivers value to the business. It uses performance metrics, trend analysis, and stakeholder feedback to guide improvement initiatives and measure effectiveness.

Service Level Management ensures that services meet agreed targets but does not manage ongoing improvement across all ITIL practices. Availability Management focuses on uptime and reliability but is limited to service availability. Capacity Management ensures resource sufficiency but does not address holistic service improvement or value creation.

Key activities include assessing performance, identifying gaps, prioritizing improvements, planning and implementing changes, monitoring outcomes, and embedding lessons learned into organizational knowledge. Integration with other ITIL practices ensures improvements are practical, safe, and aligned with strategic goals. Knowledge Management supports sharing of lessons and best practices.

Effective Continual Improvement enhances operational efficiency, service quality, cost-effectiveness, and stakeholder satisfaction. By identifying patterns from incidents, problems, and performance metrics, IT teams can proactively implement improvements and prevent recurring issues. Continual assessment supports agile adaptation to changing business needs.

Embedding Continual Improvement within ITIL practices ensures IT services evolve alongside organizational objectives, creating sustainable business value, improving resilience, and strengthening alignment between IT operations and strategic goals.